Mercy Cares

Mercy Cares

A Guide for Your Stay at

Mercy Hospital St. Louis

Your life is our life¡¯s work.

In This Guide

Welcome to Mercy Hospital St. Louis ...................................................................................... 2

Mission, Vision and Values........................................................................................................... 3

About Us .............................................................................................................................................4

Our Commitment to Care............................................................................................................. 5

Rapid Response.................................................................................................................................6

During Your Stay.......................................................................................................................7 - 13

Your ID Bracelet, Visitor Passes, Visitor Guidelines and

Visiting Hours (General, Mother-Baby and Intensive Care Unit) ............................ 7

Parking, Your Room, Your Hospital Bed, Public Restrooms, Lodging, Free

Medical Interpreters Available and Contamos con traductores sin costo...........8

Transportation, Leaving the Floor, For the Deaf and Hearing Impaired,

Transporters, Telephone and Telephone Directory........................................................9

Wireless Internet Service, Electrical Devices, Cell Phones, Hospital Safe,

Fire Safety, Smoking and Leave Your Valuables at Home .........................................10

TV, Mail and Flowers and Newspapers ............................................................................ 11

ATM, Medications from Home, Catherine¡¯s Cafeteria, Baggot Street Cafe,

Mercy Cafe - Heart Hospital, McAuley¡¯s Mocha and More and Where¡¯s

The Cafeteria? ............................................................................................................................12

Vending Machines, Pastoral Care, Chapel and Gift Shop ..........................................13

Campus Map ...........................................................................................................................14 - 15

Patient Rights ................................................................................................................................... 16

Advance Directives ............................................................................................................... 17 - 18

Preparing to Leave the Hospital ........................................................................................18 - 21

Your Bill, Professional Charges and When You Are Discharged............................. 18

Insurance Claims, HMOs and PPOs and Co-Insurance ............................................ 19

Third-Party Liability (TPL), Financial Counseling, Payment Options,

Financial Assistance/Charity Care and Medicare ......................................................20

Medicaid, Uninsured Patient Discounts, Eligibility Guidelines for Charity Care

Discounts, Uninsured and Additional Financial Assistance......................................21

Staff Definitions ..............................................................................................................................22

Resources ................................................................................................................................ 23 - 24

Our Founder, Catherine McAuley ............................................................................................25

Prayer for Healing...........................................................................................................................27

Notes ................................................................................................................................................. 28

Welcome to Mercy Hospital St. Louis

Mission, Vision and Values

Welcome to Mercy Cares ¨C our inpatient guide and

resource on everything from Patient Rights and

Responsibilities to tips and services you¡¯ll find on

our campus during your stay.

Our mission is clear.

As the Sisters of Mercy before us, we bring to life the healing ministry of Jesus through

our compassionate care and exceptional service.

And to improve our services, I invite you to tell me

about your time at Mercy Hospital. You can request

a ¡°Dear Steve¡± comment card from your nurse or

any member of our staff to help you provide this

valuable feedback. We also use your comments

to recognize staff members who go above and

beyond and to improve care when we¡¯ve fallen

short of our goal.

Thank you for choosing Mercy and best wishes for

your family¡¯s health. We take to heart that ¡°your life is our life¡¯s work.¡±

Steve Mackin

President

Mercy Hospital St. Louis

2 stlouismo | 314.251.6000

Our vision is bold.

We are the people of Mercy Health Ministry. Together we are pioneering a new model of

care. We will relentlessly pursue our goal to get health care right. Everywhere and every

way that Mercy serves, we will deliver a transformative health experience.

Our values are never compromised.

Dignity

We cherish each person as created in the image of God.

Service

We respond with compassion to those in need.

Excellence

We give all we can to the best of our ability.

Justice

We pledge to be in right relationship with one another

with a particular concern for the economically poor.

Stewardship

We wisely use our talents and resources to strengthen

Mercy as a ministry of the Church.

stlouismo | 314.251.6000 3

Address:

615 South New Ballas Rd

St. Louis, MO 63141

stlouismo

Soon after your discharge,

you will receive a

telephone call or mail

survey from Professional

Research Consultants

(PRC). Please take

the time to speak with

the representative or

complete the survey and

share your opinions about

your hospital stay. Your

feedback is important

in reaching our goal of

improving the care and

services we provide.

About Us

Our Commitment to Care

With a heritage of healing that reaches back more than

150 years in the St. Louis area ¨C and more than 50 years on

Ballas Road ¨C Mercy Hospital St. Louis continues to provide

distinctive services offered by a team that cares for people,

not illnesses.

Our goal is to provide the best patient care. If at any time

you have questions or concerns about the quality of care

that you or a family member is receiving or have received

at our hospital, do not hesitate to speak with your nurse or

the nursing supervisor. If you feel your issue wasn¡¯t

resolved, please contact Patient Relations at 314-251-6484

or ext. 16484. You may call at any time during or after

your stay.

We are the only Level 1 (highest) Trauma Center in St. Louis

County and are ranked in the top ten in the country for

integrated health care delivery by Modern Healthcare.

Our campus features Mercy Children¡¯s Hospital, the only

pediatric hospital in St. Louis County. It includes a pediatric

emergency department and the largest Level III (highest)

neonatal intensive care unit in Missouri. We are the

region¡¯s leading birthing center and were the first hospital

in Missouri to be recognized by J.D. Power and Associates

Distinguished Hospital Program for ¡°Outstanding Patient

Experience¡± in maternity care. Our services include

oncology, cardiovascular, pediatric, burns, stroke and

neurosurgery, obstetrics, behavioral health, home health

and hospice, and many others. We offer a dedicated heart

hospital and cancer treatment center, bringing a wealth of

expertise to you on one convenient campus.

Our health professionals use innovative

technology to help serve our patients

including:

? Mercy Virtual care including vICU and other

virtual care services

In addition, you have the right to file a complaint or concern

with either or both:

Missouri Department of Health and Senior Services

P.O. Box 570

Jefferson City, MO 65102

573.751.6400

Office of Quality Monitoring

The Joint Commission

One Renaissance Boulevard

Oakbrook Terrace, IL 60181

800.994.6610

Email: complaint@

Ethics Committee:

When a health care choice

also involves an ethical

concern ¨C such as a family

member¡¯s wish to refuse

life-sustaining treatment,

or a disagreement

between family

members or other

caregivers concerning

Advance Directives ¨C

decision-making can

become overwhelming.

Our Ethics Committee

is available to hear such

concerns. Requests for a

consultation may be made

by the patient, a family

member, the physician,

nurse or other

staff member.

To find out more, or to

request a consultation, call

314.251.4640 or

ext. 14640.

? MyMercy online tool and app to connect

with your health team and manage your

health care online

We also participate in a variety of clinical

trials and are a teaching and research facility.

So while we¡¯re treating you with

compassionate care today, we¡¯re working

to make your care even better for the future.

4 stlouismo | 314.251.6000

stlouismo | 314.251.6000 5

During Your Stay

Rapid Reponse

Don¡¯t worry and wait.

If you feel that a noticeable medical change has occurred in the patient

and more attention is required, please contact your nurse first before

calling the Rapid Response team.

Call Rapid Response at 1-9712 or, outside the hospital, at 314-251-9712.

Our 24 hour-a-day response team will quickly respond to evaluate your

loved one and take action as needed.

Our commitment: From the moment you step through the doors of

Mercy Hospital St. Louis, we will provide you and your loved ones

exceptional care and service - in a healing, compassionate and

supportive environment. If you have concerns, questions or suggestions,

please contact a member of our leadership team or call 314-251-6000

and ask for the administrator on call.

We have policies and procedures in place to help you and

your family work with our doctors, nurses and staff to get

the most from your hospital stay. Please take a few minutes

to review these guidelines with your loved ones.

Your ID Bracelet

As a patient, you will receive a special identification (ID)

bracelet that states your name and hospital number,

your physician¡¯s name and other important information.

Your ID bracelet will be checked often during your stay.

Please wear it at all times to prevent delays with important

lab tests, X-rays and various other tests and treatments.

If your ID bracelet is damaged or lost, please let your nurse

know immediately.

Visitor Passes

All visitors in the hospital during the night will need to wear

a visitor pass. Security will issue passes between 9 p.m. and

5 a.m. at the hospital¡¯s main entrance and the entrance to

the Emergency Department. During this time, these are the

only two unlocked entrances to the hospital. Visitor passes

need to be visible at all times. They should have the visitor¡¯s

name, the location in the hospital they are visiting and the

date. Visitor passes are not needed during the day.

Visitor Guidelines

We encourage visitors for emotional support and recovery.

To provide a restful and safe environment, we ask that all

visitors comply with the following guidelines:

? Be considerate of other patients by keeping noise to

a minimum.

? Refrain from visiting if you have a cold, sore throat or

any contagious disease.

? Observe ¡°No Visiting¡± and precaution signs before

entering a room.

? Do not smoke on the hospital campus.

? Leave the room during tests or treatments if asked.

6 stlouismo | 314.251.6000

Visiting Hours

General

Our open visiting

policy allows visitors

24/7 access. Please be

courteous to patients in

need of rest.

Mother-Baby

The father or significant

other may visit anytime.

During labor, two visitors

are permitted with the

mother-to-be. Other

family members or friends

are asked to stay in the

family waiting area. All

children, including siblings,

must be accompanied

by an adult.

Intensive Care Unit

Visitors are restricted to

two at one time. The nurse

or physician may limit

visits at their discretion.

stlouismo | 314.251.6000 7

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